Negative Experience with the Holeshot Harley-Davidson Service Department…read more
I first contacted the Holeshot Harley-Davidson Service Department on February 19, 2026, regarding service for my 2017 Road Glide, including new tires, an oil change, a replacement key fob, and paint repair work. Ryan assured me that obtaining a paint estimate would not be an issue because their paint specialist was in the shop weekly.
On February 26, 2026, I dropped off the motorcycle. Ryan was on vacation, so I completed the intake process with the Parts Manager. During the walkaround, I specifically pointed out the paint damage and was assured it was documented.
Shortly after, the dealership attempted to contact me but apparently recorded my phone number incorrectly or used the wrong area code. Instead of contacting me directly, they reached my father. I was informed that the motorcycle had an oil transfer issue requiring an additional breather installation for approximately $200. I approved the repair and waited for updates on both the service work and paint estimate.
By March 11, 2026, I still had not heard from the dealership and had to contact them myself. I was informed that the motorcycle's maintenance work was complete and ready for pickup. However, when I asked about the paint estimate, I was told it had been overlooked and that their paint specialist would be in the following week.
From that point forward, I found myself contacting the dealership weekly because updates were rarely provided proactively.
On March 31, 2026, Ryan informed me that the paint had finally been ordered and that parts were being removed for paint work. I was also given a total of $1,676.39 for the maintenance work.
By April 14, 2026, after weeks of delays and poor communication, I stopped at the dealership in person to express my dissatisfaction with how the situation was being handled. Ryan later offered to deliver the motorcycle to my home because I would soon be undergoing shoulder surgery. I explained that I had a trailer and suggested that reducing labor charges would be a more meaningful gesture.
On May 5, 2026, I was told the paint work was complete and that the motorcycle would be reassembled that week. After hearing nothing further, I stopped by on May 12, 2026. Ryan stated the motorcycle was complete and that he was only waiting for the paint shop invoice. During my inspection, I noticed grease and oil marks on the freshly painted tank and fender, suggesting the motorcycle had been reassembled with dirty hands after the paint work was completed.
On May 20, 2026, Ryan advised that he was still waiting for the paint shop invoice but stated that parts and labor would be discounted by 15%.
On May 25, 2026, I was finally told that the invoice had arrived and that the motorcycle was ready for pickup.
When I arrived on May 26, 2026, I received a maintenance invoice totaling $1,611.61. I was told discounts had been applied and that it was the best price available. After reviewing the invoice, many of the discounted parts were priced similarly to what they could be purchased for through reputable online retailers. The discount offered did not adequately reflect the nearly three-month delay, repeated communication failures, or overall inconvenience.
From February 19 through May 26, 2026, I experienced poor communication, missed commitments, forgotten requests, and excessive delays that required me to repeatedly contact the dealership for updates. Despite acknowledging my dissatisfaction, the dealership never fully accepted responsibility for forgetting the original paint request, the prolonged delays, or the additional three-week wait caused by invoicing issues with the paint shop.
Overall, this experience fell well below the level of professionalism and customer service I expected from the Holeshot Harley-Davidson Service Department. What should have been a straightforward service and paint repair turned into a nearly three-month process that required constant follow-up and left me feeling that my time and business were not valued.
